My name is Carmen Santana, and I'm a Customer Service Representative for the Beneficiary and Family Centered Care Quality Improvement Organization (BFCC-QIO) at Kepro, working remotely from Tampa, Florida.
I like to start my day with a positive attitude and great communication so I can continue to assist beneficiaries and families or the person representing them with my customer service skills, whether it's an appeal or a quality of care concern. I am always ready and willing to take on the direction of the call.
My favorite part of my job is when I know I have given 100% of my attention to the beneficiary or representative during our call and they provide me with feedback about how professional and knowledgeable I was during the process of intake. That really makes me feel so appreciated as to what I do every day working for Kepro.
My work makes an impact on our clients when I take full control of the call with my representation of communication. As for the beneficiaries, I sympathize with the caller and let them know I understand what they are going through as to their continued services for their health. I sometimes even share a little bit of my journey of when I was caring for my dad. I can hear in the caller's voice the calmness and comfort I have given them.
When I'm not working, I get together with my girlfriends for girl time! We put on some old school music that we grew up listening to and dance. They love my humor.
Since 1985, KEPRO has helped more than 20 million members lead healthier lives through clinical expertise, integrity and compassion. KEPRO was founded by physicians and clinical expertise is at the core of our organization.
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